This corporate executive client didn’t have visibility into how often calls were going unanswered in his territory due to scheduling or staffing issues. With Telmetrics, our client was able to optimize performance across multiple franchise locations and save big on lost opportunities. How did Telmetrics do it?

Corporate Executives

Visibility you never had before

Operations managers or field executives cover large territories, and are focused on operational initiatives that will optimize efficiencies and profitability across a franchise network. Our client needed visibility into how inbound calls to the dealer locations were being managed, in order to identify and implement processes to improve sales.

Goal

• Gain insight into the actual call patterns across a large national territory of franchise outlets
• Increase revenue at underperforming locations by benchmarking & optimizing resources & support to improve overall performance

Solution

Telmetrics worked with the corporate franchise executive & field operations to establish a centralized inbound call tracking monitoring program across 1400 national locations. With the call reports, management at the corporate franchise location was able to correct issues at 10% of store locations with improving call handling from 100% unanswered status over the lunchhour and the half hour before closing. Field operations was able to implement a new staffing & training program for new franchisees to ensure they knew exactly the value of each call into their store location, and to show them with facts from their own locations how many calls were abandoned instead of leaving a voicemail.